Resident skills

Course

In Twickenham

Price on request

Description

  • Type

    Course

  • Location

    Twickenham

  • Duration

    8 Days

Facilities

Location

Start date

Twickenham (London)
See map
Premier House, 52 London Road, TW1 3RP

Start date

On request

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Course programme

Resident Involvement Modules

Housing providers are being encouraged to actively involve residents in the management of the service they are providing. TVH has developed a programme of 7 training modules to provide residents with the skills they need to participate effectively.

Each module incudes an introduction to Housing and the different types of resident involvement. The legal responsibilities of landlords are also explored.

Modules can be delivered individually or as a suite. We are able to tailor the delivery to meet the needs of your housing organisation.

We recommend that each learner also attend Housing Practice (module 6) to get an overview of housing policy and practice, if they are doing one of the other modules.

Module 1

Mystery Shopping

Organisations regularly review the way they deliver services. One of the methods through which this is carried out is Mystery Shopping.

This module is designed to empower residents with the knowledge they need in order to assess their landlord and gives the delegate the skills they need to be able to contribute meaningfully to discussions around service delivery and an organisation's continuous improvements process.

Areas Covered:

• What is Mystery Shopping and why is it done?
• Barriers to customer service provision
• Best value and service improvement
• Role play scenarios

Module delivery

The module is taught by examining mystery shopping case studies, along with group discussion and activities. Learners also take part in a practice mystery shopping excercise.

Module 2

Estate Inspector

Housing Providers are required to have the estate services they provide regularly reviewed. One of these methods is through Estate Inspection. This module provides an introduction to housing and the legal responsibilities involved, in estate inspection and other types of inspection.

Areas Covered

• How to carry out an estate inspection
• How government policies affect landlords and residents
• How the organisation uses this feedback
• What Key Performance Indicators (KPIs) are, and their purpose

Module delivery

The module is both theoretical and practical in its delivery, using tutor presentations, group discussion and activities. There are also practical tasks, using estate inspection materials.

Module 3

Resident Auditors

Resident-Led Self-Regulation places residents at the heart of service provision. A resident auditors group will provide an audit of their landlord's services, which helps to ensure they are delivered to a high standard. This module provides residents with the knowledge they need in order to audit their landlord's services and make practical suggestions as to how they can be improved.

Areas covered

• How Key Lines of Enquiry (KLOEs) and Benchmarking help to set standards and targets
• Different approaches to auditing
• Skills and role of an auditor
• Role of the audit commission

Module delivery

The module is both theoretical and practical in its delivery, involving tutor presentation and video presentation as well as group discussion and activities. There are also some practical excercises.

Module 4

Board Member

As a Board Member, residents contribute to setting, promoting and upholding the strategic vision, mission, values and objectives of their landlord. They will be involved in making key decisions about strategy, policies and practice at Board meetings and events.

The module is designed to be used during the recruitment, induction or probation period of a prospective Board Member. It will ensure the candidate has the skills and knowledge to contribute to the decision-making process, as well as equipping them with a background to Housing, its governance, and the business perspective.

Areas covered

• The role of the Board Member
• Housing policy and how this relates to the board
• The skills, knowledge and experience needed by board and committee members
• Organisational culture and their impact on governance
• Types of housing organisations and their structure

Module delivery

The module is both theoretical and practical, delivered through tutor presentation, group discussion and activities. Practical excercises include reviewing a sample board paper.

Module 5

Skills to Organise Community Groups

This module is designed to equip residents with the skills and knowledge they need to carry out work in the community and run an effective community group.

Areas covered

• Housing policies and how they impact on communities and individuals
• Running an effective Residents Association
• Finding out what the community wants
• Organising community events.

Module delivery
The module is primarily theoretical and delivered via tutor presentation. There are some practical excercises, group discussion and group activities.

Module 6
Housing Practice

This module provides a basic insight into the work of Housing Associations and the policies that determine their practice.

It can be delivered as a single module; however we recommend that it is delivered alongside some, or all, of the other modules as a package.

Areas covered

• Setting Repairs standards
• Anti Social Behaviour – respect standards
• Key Lines Of Enquiry (KLOE’S)
• Involving residents and setting standards to monitor complaints

Module delivery

The module is primarily theoretical. It is delivered using tutor presentation, some group discussion and activities.

Module 7

Organisational and Personal Skills

Residents require self-confidence, presentation and negotiation skills to successfully undertake Resident- Led Self-Regulation, sit on a Board or represent their community.

This module is designed to assist residents in developing these skills, and the confidence they need in order to apply them.

Areas covered and learning outcomes

Day 1:
• Public speaking
• Equality and Diversity

Day 2:

• Negotiation and assertiveness and the skills needed to be successful
• How to resolve conflicts satisfactorily

Module delivery
The module is a mixture of practical tasks via individual excercises, group discussion, group activities and tutor presentations.

Resident skills

Price on request